How to complain about the way you are treated or the conditions in which you are placed during your asylum procedure?
Reception centre
The internal rules of the reception centre, including the procedure for filing complaints, have been established by a ruling of the Minister of Social Affairs. These rules are introduced to you upon arrival at the reception centre. If these rules are violated, or you are not satisfied with a particular situation, you should first turn to the staff of the centre and try to solve the issue by communicating with them.
If the situation is not remedied, you may file a complaint against the reception centre to the Ministry of Social Affairs, which supervises the centres. When filing a complaint, you should explain the relevant facts, the type of violation, how it occurred and add any evidence that you have. The contacts of the Ministry of Social Affairs are available on their website and on the notice board of the reception centre.
example You are accommodated in the same room as a stranger of a different gender and you are not comfortable with it. This is against the internal rules of the reception centre. If the reception centre staff do not solve the problem, you can contact the Ministry of Social Affairs to file a complaint.
You may also file a complaint with the Chancellor of Justice. Read more about how to address the Chancellor of Justice.
Treatment by Police and Border Guard Board officers
The Police and Border Guard Board officers with whom you come into contact at the border crossing point, or during any procedural acts, have the obligation to treat you in a dignified manner and in accordance with your procedural rights. If you feel there has been a breach of your rights, you may file a complaint with the Police and Border Guard Board’s Internal Control Bureau, which processes complaints on the behaviour of officers from the Police and Border Guard Board.
example You arrive at the Estonian border crossing point and apply for international protection. Officers from the Police and Border Guard Board treat you in a disrespectful manner and do not provide you with food or water for the whole day. This kind of treatment violates your rights, and you may file a complaint against the specific officers to the Internal Control Bureau of the Police and Border Guard Board.
You also have the right to submit a complaint to the Administrative Court against any administrative act issued, or administrative measure taken, by an official of the Police and Border Guard Board, pursuant to the procedure provided for in the Code of Administrative Court Procedure.
example A Police and Border Guard Board official holds an asylum interview with you in a language in which you are unable to communicate. This results in a breach of your right to be heard and you may submit a complaint to the Administrative Court, requesting the Police and Border Guard Board to conduct another interview with appropriate interpretation.
If you have suffered any material or moral damages because of the treatment or inappropriate conditions, you also have the right to claim compensation for the damages through the Administrative Court. The procedure and limits to claiming compensation are outlined in the State Liability Act.